💼 About This Role

You'll define and lead the global strategy for transforming complex customer crises into enduring trust, acting as the ultimate cross-functional leader bridging Technical Services, Escalation Engineering, and Executive Leadership. You'll modernize the response framework through predictive analytics and automation, directly protecting global fleet health while championing the customer voice at the highest levels.

🎯 What You'll Do

• Design and execute a world-class global escalation framework with 24/7/365 coverage.
• Leverage support signals and telemetry to proactively identify emerging vulnerabilities.
• Act as the single threaded technical bridge into Engineering and Product forums.
• Deliver real-time, high-stakes communication during high-pressure events.
• Mentor and scale a distributed global team of crisis management professionals.

📋 Requirements

• 10+ years of leadership experience in critical customer escalations.
• 5+ years of progressive experience in Escalation Management, Customer Success, or Technical Support.
• Proven track record of managing global teams through major system incidents.
• Comprehensive grasp of modern enterprise infrastructure and data visualization tools.

✨ Nice to Have

• Experience with predictive analytics and automation in escalation management.
• Familiarity with cloud services and complex storage networks.

🎁 Benefits & Perks

• 🏖️ Flexible time off
• 🌱 Wellness resources
• 🎉 Company-sponsored team events
• 📈 Incentive pay and/or equity

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter screen· 30 min
2. 2Hiring manager interview· 45 min
3. 3Technical/leadership panel· 60 min
4. 4Executive interview· 45 min